TeachTown is the leading provider of education solutions for students diagnosed with autism, developmental and intellectual disabilities, emotional disorders, and speech/language impairments. We are seeking a Customer Success Manager (CSM) to join our Customer Experience Team. As a CSM, you are the ambassador to the overall customer experience for TeachTown’s customers and an integral part of the TeachTown approach for creating a delighted customer base. You are responsible for developing relationships with key stakeholders within each customer in your portfolio, both at the teacher and administration level. Success in this role is defined by solidifying valued relationships with your customers, understanding your customer’s intent to renew their TeachTown solution, maintaining clear visibility into their long-term needs and developing a plan for your accounts to drive further adoption of TeachTown solutions throughout their partnership with TeachTown. 

 

Your responsibilities will include, but are not limited to: 

 

Customer Management 

    • Overall management and accountability for the success of a portfolio of TeachTown customer accounts with a large focus on driving adoption and maintaining high retention 

    • Formally building and maintaining effective relationships across the customer’s key contacts, including teachers, administrators and district staff  

    • Proactively engaging with assigned customers, including executing periodic business reviews 

    • Understanding your customer’s business needs and serving as an advocate to advance those needs by providing valuable insights into their usage of their TeachTown solutions and through interaction with the appropriate TeachTown teams 

    • Encouraging customers to get the most out of their investment with TeachTown by participating in TeachTown programs, such as webinars and thought leadership events 

 

Value Attainment 

    • Guiding customers to and educating customers on all the available TeachTown resources available to them to maximize their return on investment 

    • Identifying trends related to customer usage of their TeachTown solution and their expectations, advocating for customers by communicating with appropriate TeachTown teams based on those identified trends 

    • Identifying customer expansion and optimization opportunities while working in partnership with the customer’s TeachTown Account Manager to develop appropriate sales leads

 

Customer Sentiment 

    • Monitoring appropriate customer metrics and advocating with key TeachTown stakeholders to address customer needs

    • Collaborating closely across TeachTown teams to resolve identified customer risks and escalated issues in a timely manner, ensuring the appropriate TeachTown teams work closely with the customer to bring the issue to successful resolution 

    • Maintaining current information related to customer sentiment and any relevant details in the appropriate TeachTown systems for transparency to various TeachTown teams 

 

 

Basic Requirements:

  • 2+ years successful experience in a customer success or similar customer-facing  role in either SaaS or education technology

  • 1+ year using SalesForce or a similar CRM tool

  • Consultative and solution-oriented mindset

  • Demonstrated experience in identifying and addressing customer needs and issues 

  • Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized

  • High-level understanding of customer journeys to anticipate problems and solve them proactively

  • Proven ability to prioritize and execute amongst multiple competing priorities to achieve the best customer outcomes

  • Strong communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately 

 

Preferred Education and Experience

  • 1+ years experience in special education as an administrator/teacher

 

 

Additional Notes

  • US Work Authorization Required

 

 

About TeachTown

Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.

 

TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curricula scope and provide personalized learning for each student, in a highly scalable manner.

 

TeachTown is supported by L Squared Capital Partners. 

 

AAP/EEO Statement

TeachTown provides a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, sex (including pregnancy, gender identity or expression, and sexual orientation) parental status, genetic information (including family medical history) political affiliation, military service, age, veteran status, disability, or marital status, or any other characteristic protected by federal, state, or local law.  

 

These protections extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. Consistent with these obligations, TeachTown also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

 

All TeachTown employees are expected to display unquestionable integrity in every aspect of work and dealing with others. Respect for diversity and inclusion of all individuals is imperative to our business success, embedded in our culture, and required.